Client Care Specialist

Center for Anxiety, LLC; New York (NY); Hybrid; USD 50,000 - 56,000; Full time

Benefits offered by this job

401k with corporate match

Relocation funds

Multiple office locations

Growth and leadership opportunities

Team lunches and stocked kitchen

Job summary

Center for Anxiety, LLC in Manhattan is seeking a Patient Care Manager to handle inquiries, resolve complaints, and support patients with empathy and professionalism.

The role requires in-person presence 5 days a week, excellent communication, and proficiency with CRM systems to maintain accurate records and coordinate referrals.

Qualifications

• Proven experience in a customer service role, patient facing; preferably in a fast-paced environment.
• Excellent verbal and written communication skills, with the ability to convey information clearly and concisely.
• Ability to commute to Manhattan office location 5 days per week; this is an IN OFFICE position.

Responsibilities

• Respond promptly to patient inquiries via phone, email, chat, and social media.
• Provide accurate information about services, pricing, and promotions.
• Handle and resolve patient complaints to ensure satisfaction and retention.
• Identify and escalate complex issues to appropriate department or supervisor.
• Maintain patient records and update CRM with current information.
• Collaborate with cross-functional teams to address patient concerns.
• Stay informed on industry trends to provide relevant information to clients.
• Meet or exceed individual and team performance goals and metrics.
• Coordinate referrals from hospitals and inpatient programs; manage group programs.
• Oversee administrative duties: reception, office maintenance, supplies, staff events.

Skills

Customer service

Communication

Problem solving

Team collaboration

Time management

Education

High school diploma or equivalent

College degree preferred

Tools

CRM systems

Customer service software

Job description

Be a part of a team that truly makes a difference

Company Overview:

Center for Anxiety is an independent specialty practice that provides evidence-based effective therapy for adults, adolescents, and children. We pride ourselves on delivering exceptional customer service and ensuring customer satisfaction at every interaction. As we continue to expand our operations, we are seeking a highly motivated and customer-focused individual to join our team as a Patient Care Manager in our Manhattan office. This is an in-person, onsite position.

Job Overview:

The Client Care Specialist is responsible for handling customer inquiries, resolving complaints, and providing support to our valued customers. The ideal candidate will have excellent communication skills, a positive attitude, and the ability to handle challenging situations with professionalism and empathy. This role requires strong problem-solving skills, attention to detail, and a commitment to delivering an outstanding customer experience.

Responsibilities:

• Respond promptly and effectively to patient inquiries via various communication channels
  (phone, email, chat, social media, etc.)
• Provide accurate and reliable information to patients regarding services, pricing, and promotions.
• Handle and resolve customer complaints, ensuring customer satisfaction and retention.
• Identify and elevate complex or unresolved issues to the appropriate department or supervisor.
• Maintain customer records and update customer information in the CRM system.
• Collaborate with cross-functional teams to address patient concerns and improve overall patient satisfaction.
• Continuously develop industry knowledge and stay updated on industry trends to provide relevant information to clients.
• Strive to meet or exceed individual and team performance goals and metrics.
• Conduct structured telephone screens, communicate information about our clinical services, determine the goodness of fit and feasibility of treatment for prospective patients, provide information about office policies, coordinate referrals from hospitals and inpatient programs, and manage our group programs such as weekly DBT groups and Intensive Outpatient Programs.
• Oversees various administrative duties within the office, including:
  managing patient reception, coordination of office maintenance, replenishing supplies, and organizing staff events.

Qualifications:

• Ability to commute to our Manhattan office location 5 days per week; this is an IN OFFICE position.
• High school diploma or equivalent; college degree preferred.
• Proven experience in a customer service role, patient facing; preferably in a fast-paced environment.
• Excellent verbal and written communication skills, with the ability to convey information clearly and concisely.
• Strong problem-solving and decision-making skills.
• Ability to remain calm and composed under pressure and handle difficult customer interactions with empathy and professionalism.
• Proficient in using customer service software, CRM systems, and other relevant tools.
• Basic knowledge of Mental Health Industry is a plus.
• Flexibility to work in shifts, including evenings, weekends, and holidays, as required.
• Exceptional time management and organizational skills.
• Ability to work effectively both independently and as part of a team.

Pay Range: $50,000-56,000

Center for Anxiety and our training programs strongly value diversity in all its forms and this value is explicitly reflected across multiple areas of the training experience.

As a company, we are committed to transparent, equitable and inclusive recruitment, hiring, internal promotion and staff diversity educational processes. Our training programs make efforts to create an equitable, inclusive, and affirming learning environment

We maintain a policy of equal opportunity and affirmative action; decisions regarding recruitment, compensation, benefits, training, promotions and terminations are all merit-based and solely guided by job-related criteria. In providing equal opportunity to all prospective trainees and staff, we do not discriminate due to a person’s age, disability, ethnicity, sex, gender identity, language, national origin, race, religion, culture, sexual orientation, social economic status, or other factors that are not predictive of or related to professional success

The advantages of working at Center for Anxiety include:

Fitness and Mental Health Benefits

Collaborative Environment

Professional Growth Opportunities

Employees at Center For Anxiety are also offered:

• 401k with Corporate Match Options
• Relocation Funds
• Multiple Office Locations
• Opportunities for Professional Growth and Leadership
• Regular In-office Team Lunches and Fully Stocked Kitchen with Snacks and Drinks

Culture Quotes

“Center for Anxiety brought me all the way from my internship in Las Vegas, NV, four years ago, and I am so glad I made the move both geographically and professionally. I’ve been privileged to watch the organization grow from grassroots private practice to a world-renowned treatment center that caters to a diverse range of mental health needs. Not only anxiety!”

“Center for Anxiety is a wonderful place to work. All of our clinicians are warm, caring, and truly dedicated to helping patients improve their mental health. And, there are endless opportunities to contribute in creative and impactful ways. In previous jobs I’ve had, it was so hard to get anything new created; at CFA, the sky is the limit. All staff ideas are considered, and staff are empowered to make improvements that benefit our team or our patients (e.g. starting another psychotherapy group, creating another program, offering a support group).”

Clinical Director

“Working at Center for Anxiety has been such a rewarding experience, filled with countless opportunities to learn and grow as a clinician. This is a supportive workplace, where everyone’s voice is valued and there is a true sense of belonging. CFA remains true to its values of Always Growing and Never Alone, and I am grateful to be a part of such a hard-working and dedicated team of professionals.”

Doctoral Intern

“Center for Anxiety has been an exceptional stepping stone from undergrad to graduate studies. I’ve had countless opportunities to enrich my research skills, clinical skills, and administrative skills, which are all key to moving towards my goal of being a psychologist. I feel so prepared and confident to begin the journey to my PhD, thanks to CFA!”

Molly Friedel

Patient Care Manager

“I came to Center for Anxiety to learn from a collaborative and skilled team with diverse backgrounds helping a variety of people. It has been a supportive workplace that has allowed me to grow as a clinician while always knowing that my colleagues have my back. “Never Alone” is a value that is truly embodied here at and I am extremely grateful to be part of this skilled and dedicated team.”

Postdoctoral Fellow

“Center for Anxiety has provided me invaluable and fulfilling professional growth opportunities, as well countless support within and beyond my clinical work. It has been great joining such a welcoming, inclusive, and committed team. My contributions and feedback always feel valued. I could not have asked for a better environment for professional development.”

Jackie Zhou

Postdoctoral Fellow